I took my truck into Dan Valentine ,Service Manager for commercial service. It was under warranty, and it was torn down, heads removed and 1 new head was installed due to a crack. 30,000 miles later I discovered fuel in my coolant and took it back to Dan. He tore it down again and discovered the other head was cracked and needed replacing. This time out of warranty and I was looking at a $6,000 bill. I contacted Ford and battled for 2 weeks before they agreed to pay 1/2 of the bill. 6,000 miles later, my truck breaks down again. I have it towed 100 miles back to Kirkland where a local repair shop discovered the high pressure oil pump blew a line and coupler. They also discovered that Ford Issued a Technical Service Bulletin in Aug. 2006 addressing this problem. They have a $58.00 kit that does not allow the coupler to come apart. I called Dan back for 2 days with no return call. I finally went through the main switchboard and got ahold of him. I asked him why this Service bulletin was not brought to my attention while they had the motor apart 2 times with full access to the oil pump. He said they didn't work on the pump so it was not their obligation to tell me about the service bulletin. Even though the pump was wide open when they removed the heads. He also said he wouldn't work on my truck anymore and I was on my own. I then called Kevin Jameson Service Manager and he said he would agree with dan and he didn't like how I questioned Bickfords ability to fix my truck when I was talking to Ford about some financial assistance. I asked him why I was not told about the Service Bulletin and he said they don't have time to go over all the service bulletins with customers and I should have gone on line to find the bulletin myself. Now thats a new one! The customer needs to go online and let Bickford service know what needs to be done to their vehicle. Nice job Kevin! what a way to treat a customer!!\r
I then towed my truck to Ford of Kirkland and the Nightmare was over! These guys know their business and are very,very professional! Dean Webster my service consultant got on it and had a cost to me in less than 4 hours. I called Ford and made a claim. The next morning the service manager Tom Olson\r
called me to say he was in contact with Ford and using every avenue he had to get help on this claim. By the end of the day Tom had it worked out and got most of my claim paid for and my truck was in the shop being worked on. Now thats the way customers should be handled!! The customer service at Ford of Kirkland is incredible! Maybe Bickford employees should spend a little time at Ford of Kirkland to learn how to run a business and treat customers. Give Ford of Kirkland a shot to earn your business, you will be happy you did!\r
Ford of Kirkland 425-821-6611
more